Bio-Techne is a leading supplier of life science products to the research industry. The company is growing at a fast pace both organically and through acquisitions. The European headquarters is based in Abingdon, UK with a manufacturing facility in Bristol and subsidiaries in Ireland, France, Germany, Switzerland, Italy, Spain, Poland, Hungary and Czech Republic.
Position Summary
This position will hold responsibility for supporting the management of the customer services team In EMEA, from initial customer contact to following up on the delivery of product to our customers and after sales care. The Customer Service Team Leader is responsible for driving best practice and efficiencies within the team to deliver outstanding customer service to both external customers and internal teams.
This is a hands-on role and the team leader will be expected to perform the same duties as their team whilst leading, motivating, monitoring and developing them.
Essential Functions
The team
Lead and supervise a team of customer service advisors, providing guidance, support, and ongoing coaching to ensure exceptional performance.
Drive best practice and ensure maximum productivity & utilisation.
Foster a positive and collaborative team environment, promoting a customer-centric mindset and a culture of continuous improvement.
Set performance goals and targets for the team, monitoring progress, and providing regular feedback and performance evaluations.
Support with training new team members in company standards, customer service, and job duties
Collaborate with other departments to optimise customer service processes and contribute to the continuous improvement of service delivery.
Creation of business KPI’s
Act as a point of escalation for complex customer inquiries or complaints, resolving issues promptly and ensuring customer satisfaction.
Minimum Requirements/Qualifications:
Previous experience of managing people/leading and motivating a team
Demonstrated ability to manage multiple priorities, work under pressure, and meet deadlines
A customer-focused mindset with a commitment to continuous improvement
Proven customer support & training experience essential
Commercial awareness
An understanding of supply agreements
Able to build relationships and a positive and engaging team environment.
Need to display an ability to take a logical and analytical approach to solving problems and resolving issues.
Possess excellent IT skills
Industry background helpful but not essential